Job Summary
Serve as a technical lead for desktop support within a hybrid work model providing advanced troubleshooting guidance and governance for endpoint services across the enterprise. Apply strong expertise in desktop technologies to resolve complex incidents enhance user experience and ensure stable secure and efficient end user computing environments that support core business operations.
Responsibilities
- Lead complex desktop support activities for hybrid work environments by diagnosing and resolving advanced hardware and software issues to maintain reliable end user productivity across multiple locations and teams.
- Provide specialized remote troubleshooting for operating systems enterprise applications and peripheral devices to minimize downtime and deliver a consistent experience for colleagues working both on site and remotely.
- Coordinate closely with service desk teams by handling escalated incidents and requests ensuring timely resolution accurate documentation and clear communication back to the requesting colleague.
- Drive standardization of desktop images configuration baselines and support procedures to reduce recurring issues and to promote a stable and secure end user computing landscape.
- Implement endpoint security and compliance configurations using enterprise tools to help protect devices from threats while maintaining usability and alignment with company policies.
- Oversee software deployment and patch management activities for desktops and laptops ensuring that critical updates are tested deployed and verified in a structured and predictable manner.
- Collaborate with infrastructure network and application teams to diagnose cross domain incidents identify root causes and define durable remediation actions that prevent recurrence.
- Create and maintain detailed technical knowledge base articles and runbooks so that support teams can resolve known issues more quickly and consistently across shifts and locations.
- Analyze incident and request metrics for desktop support services identify patterns or chronic problems and recommend targeted improvements that enhance stability and user satisfaction.
- Engage proactively with business stakeholders to understand their desktop usage patterns and propose practical solutions or enhancements that improve efficiency and collaboration.
- Guide junior support analysts by sharing best practices in troubleshooting documentation and customer interaction helping to build a strong and reliable desktop support capability.
- Participate in change planning and validation for desktop related initiatives by assessing impact defining rollback plans and confirming post change health of systems in the hybrid work context.
- Contribute to business continuity readiness by validating that remote access setups endpoint configurations and local resources can support critical functions during service disruptions or site unavailability.
Qualifications
- Display proven experience in desktop support across four to eight years with strong exposure to enterprise environments that include large numbers of Windows based endpoints and standardized images.
- Demonstrate advanced proficiency in diagnosing and resolving issues related to operating systems office productivity suites collaboration tools endpoint security agents and remote access technologies.
- Exhibit familiarity with enterprise tools for remote management software distribution and endpoint monitoring to support effective administration in a hybrid work model.
- Show practical understanding of networking fundamentals such as IP addressing name resolution and basic connectivity tests in order to isolate whether incidents originate from device network or application layers.
- Apply knowledge of incident request and change management practices based on structured frameworks so that desktop support work remains predictable auditable and aligned with organizational standards.
- Communicate clearly and respectfully with colleagues at all levels translating technical findings into accessible explanations and documenting steps so that future investigations are easier and faster.
- Adapt quickly to new desktop technologies collaboration platforms and security requirements by continuously learning and integrating updated practices into daily support activities.
Certifications Required
Relevant credentials such as CompTIA A Plus Microsoft Modern Desktop Administrator Associate or equivalent enterprise desktop support certification.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
